At MakerBot, we’re working hard to provide expert, friendly customer support to all of our customers around the world.
As we’ve grown, so have the challenges of providing world-class support to our customers who are pushing the limits of 3D printing in over 100 countries. To help our customers, we’ve launched one of the most comprehensive support programs in the industry.
However, we know it’s not perfect. We understand that some of you have had to wait to too long to receive service and we are taking efforts to change that. We’re working hard to ramp up our capabilities and expand our service offerings.
In recent months we’ve hired a new head of support, rationalized our processes, and have increased the size of our support team. We’re constantly improving on all aspects of our services but we know we can always do more.
We’ve listened to your concerns and created three flexible options for you to receive the support that you need.
1. Free Online Resources
We provide free and easy access to in-depth online support pages filled with FAQs, tips, and videos covering a large number of issues and concerns. These support pages are available to everyone, updated on a weekly basis, and always online, 24/7. You can access it here.
In addition, because many of our customers are new to our products and 3D printing, we provide free email support for 60 days following product delivery, in addition to a limited product warranty.
In the weeks and months ahead, we’ll continue improving our online support pages and we’ll be sure to keep you in the know as the changes happen.
Visit Online Support Pages
2. MakerBot MakerCare Protection Plan
For those looking for more in-depth technical support and coverage for wear or damage, we now offer the MakerBot MakerCare Protection Plan. Providing extended support that includes email and phone support, as well as live chat, this service has been vital for many new users exploring 3D printing for the first time. Tailor your support experience by purchasing one, two, or three-year plans.
We’re working tirelessly to address your concerns in order to make MakerBot MakerCare the best protection plan available. Since rolling out this plan our response times have improved, helping to give you timely support so your printing is disrupted as little as possible.
Learn More About MakerCare
3. As-Needed Support
In addition to our online support pages and MakerBot MakerCare, we created an option for those of you who are somewhere in between our self-service options and our full-service protection plans. Our pay-per-incident service allows you to purchase more extensive service on an as-needed basis with phone and email support.
This per-incident option provides our best help for anyone who needs more intimate support than available in our online knowledge base.
Open a Per-incident Support Case
No matter what support program you choose, to make your MakerBot Support experience more seamless, we recommend that all customers register their MakerBot printer or scanner.
Registering gives MakerBot Support the information it needs to better and more quickly serve your needs.
Register Your MakerBot Device
Who are we?
Like many of our customers, the MakerBot Support team is a group of passionate 3D printing super-users.
We don’t just answer your emails and phone calls; we work closely with Engineering, Quality Assurance, and Shipping to test prints and devices. We’re always exploring ways to improve your entire experience as a customer and striving to learn about and address your concerns.
We’re inspired by the ever-growing MakerBot 3D printing community and enjoy supporting a customer base that’s expanded from makers and weekend hobbyists to include educators, professionals, and large corporations.
We’re working hard to better serve our community at a scale never before possible and, as we work through our growth and growing pains, we look forward to being a partner in your exploration of 3D printing.
As always, if you have any thoughts, concerns, or suggestions, please email us at [email protected].